Agenda Item. Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement

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1 Agenda Item Item: 6a Issue under Consideration: Contract #12-037, Technology Assessment Master Agreement Current Status: The County has an existing agreement with VC3, Incorporated to provide management and technical oversight of the MIS department that began May 1, 2012 as the result of an emergency procurement based upon an RFQ prepared by the Georgetown County Water and Sewer District. This agreement has been extended by task order and most recently in June of 2015 by Amendment 01. The current agreement will end on September 30, The issue under consideration is a temporary extension of the operating agreement with VC3, Incorporated, to provide continued oversight of the County MIS Department. Points to Consider: In April of this year, the County publicly solicited for an IT Managed Support & Services Provider. While there were four (4) proposals received, the evaluation committee, including an outside MIS consultant, was unable to make a recommendation from among those received. The services and methodology proposed varied greatly. On August 10, 2015, the RFP was canceled with no award. It is the County's intent to utilize an independent outside MIS specialist to analyze the operation of the MIS department, staff, equipment, and procedures to assist the County in better determining our needs. Upon the conclusion of that study, another solicitation for MIS management will be undertaken. In the interim, the County needs to extend the current agreement. Financial Impact: All fees approved as the result of this extension will need to be provided from (MIS-Other Professional Services).

2 Options: 1) Approve the interim one-year extension agreement as proposed; or 2) Decline to approve. Recommendation: Staff believes that an additional six (6) month extension is needed. VC3 has provided an interim agreement for a oneyear period, cancelable with a 90-day notice that staff feels is acceptable. Staff recommendations extending the agreement until the County's needs can be better identified. Department: Finance / Purchasing

3 Georgetown County, SC VC3Advantage Renewal Work Order ServiceAdvantage Work Order No. [ VC3INC ] under the Master Services Agreement, dated. August 6, 2015 Atlanta Columbia Raleigh 1301 Gervais Street, Suite 1800 Columbia, SC

4 TABLE OF CONTENTS TABLE OF CONTENTS OVERVIEW OF WORK ORDER SUMMARY OF SCOPE OF SERVICES AND FEES DELIVERABLES AND SERVICES...4 SERVICEADVANTAGE LITE - DELIVERABLES AND SERVICES EXCLUDED SERVICES: CUSTOMER RESPONSIBILITIES ASSUMPTIONS INVOICING ADDENDUM A SERVICE DESK PRIORITIES...8

5 1. OVERVIEW OF WORK ORDER This Work Order is part of, and incorporated into, the Master Services Agreement between Georgetown County, SC and VC3, Inc. and is subject to the terms and conditions of the Agreement and any definitions contained in the Agreement. If any provision of this Work Order conflicts with the Agreement, the terms and conditions of the Agreement shall control. 2. SUMMARY OF SCOPE OF SERVICES AND FEES VC3 will provide the following services listed in Table A. This Work Order shall begin and become effective on 7/1/2015 (Effective Services Start Date) and shall continue for 12 Months unless terminated in accordance with the terms of the Master Services Agreement or either party provides written notification of termination with at least 90 days notice. This work order shall automatically renew for additional 12 month periods unless either party exercises the above termination with at least 90 days notice. Georgetown County, SC will be invoiced based on the number of units of each type listed in Table A. The monthly fee is based on the number of supported units of each type listed. Additional services may be added at any time during the life of this contract at the unit rates listed below. VC3 will audit the customer s usage of servers on a monthly basis; for each unit found in excess of the base quantity of 38 servers, VC3 will increase the monthly fee by $254 per server. Additionally, VC3 will provide the customer with up to 35 hours per month of VCIO services and will allow the customer to over-run this pool of hours for the first 8 months of this contract period, at which time a true up of total VCIO hours utilized since the start of this work order will take place and any VCIO service hours in excess of the 35 hours per month base contract amount will be billed at the Consulting and Project Management hourly bill rate found in the Master Services Agreement. Additionally, VC3 will monitor and support the Customer s network and server infrastructure on a 7x24 basis. VC3 will provide remote services to diagnose and resolve any server or network issues. Should on-site support services be required, then VC3 will first utilize the County s staff as smart hands to resolve any issues. If VC3 cannot resolve issues with this approach, then VC3 will dispatch an engineer to the County s site. All engineering travel time will be billed against the travel hours included with this work order and any hours in excess of of the monthly pool of available travel hours will be billed at the Travel Time rate included in the Master Services Agreement.

6 Table A: Services & Fees Description Units Monthly Fee Annual or One-Time Fee Initial Setup (One Time) $ 0.00 VCIO, Network and Server Monitoring and Support Services $ 15, Travel Hours * 10 Total $ 15, $ 0.00 * The specified travel hours each month are included as part of this Work Order. Additional travel hours will be invoiced at the hourly rate stated in the Master Services Agreement. VCIO travel hours will not be billed to the Customer. 3. DELIVERABLES AND SERVICES SERVICEADVANTAGE LITE - DELIVERABLES AND SERVICES VC3 will provide the necessary qualified resources as an escalation path for the customers POC (Point of Contact) for support of network and server related issues as defined below. VC3 will provide the following functions and services as part of this proposal: 24X7 Monitoring and Incident Response Services: VC3 will provide 24X7 Incident response services for the County's network and server devices. VC3 will track all incidents through an ITIL (Information Technology Infrastructure Library) based Service Desk system. All requests will be prioritized and processed per the 'Priority' guidelines listed in Addendum A. VC3 will provide 24x7 collection of performance data for the customer s included server and network devices per VC3 s best practices. VC3 will provide 24X7 response to critical event driven Incidents. VC3 will utilize industry best practices for remote access, control and management of all network and server devices. VC3 Network Operations Center is staffed from 7:00am to 6:00pm Monday through Friday. After hours incident response will be provided via callback within 1 hour of incident submission. VC3 will minimally provide the Customer s primary Point of Contact and Key personnel access to submit requests to the VC3 Service Desk system. Proactive Services:

7 Patch Management: VC3 will perform maintenance activities on included devices such as the application of vendor provided operating system software and firmware updates. Application Support: VC3 will interface with third party software vendors and independent contractors as necessary in order to provide resolution of issues encountered on included devices. Antivirus and Support Tools: VC3 will deploy the VC3 Remote Support and Anti-Virus agents to all applicable included server devices. VC3 will make a best effort to automatically deploy these agents to the said devices. VCIO Services: VC3 will provide the customer with a named 'VCIO' or Virtual Chief Information Officer. Utilizing the available VCIO hours included, VC3 will prioritize and perform the following services: Budgeting: The VCIO will work with the customer to develop an annual technology budget for recurring expense items and new capital requirements in alignment with organizational goals. Strategic Planning: The VCIO will recommend technology solutions as well as provide roadmaps that support key business processes in order to help the customer leverage technology appropriately. The VCIO will work with the customer as part of the annual planning process to understand the current business drivers and goals and make recommendations targeted toward maximizing the effectiveness of the customer s technology investment. Analyze IT Health data: The VCIO will perform a quarterly analysis of the data collected by VC3 s monitoring systems to proactively resolve issues and assess potential risks within the environment. The VCIO will make this analysis available to key stakeholders and provide direction on business decisions regarding the level of investment. Staff Management: The VCIO will provide technical and operational direction to the County s existing MIS staff. This direction will include regularly scheduled staff meetings, issue escalation guidance, and coordination of scheduling with the designated Georgetown Countymanagement staff assigned to supervise the MIS department. The VCIO will interact with County management on MIS initiatives. 4. EXCLUDED SERVICES: Support of Client Desktop, Laptop, or mobile devices will be provided on a Time and Materials basis at the hourly rates stated in the Master Services Agreement. Items other than those included above are excluded from the Services provided within this Proposal. When customer requests services by VC3 not included in this agreement, they are agreeing to invoicing per the terms outlined in the Master Services Agreement. In the case of client

8 desktop, laptop or mobile device support, VC3 will provide support upon request from the customer without further approval from the customer and will invoice the customer on a Time and Materials basis at the rates stated in the Master Services Agreement. For all other services which incur additional hourly fees, VC3 will notify the customer that these services are outside the scope of this proposal and will receive approval from customer prior to rendering these additional services. 5. CUSTOMER RESPONSIBILITIES A. Customer will provide a primary point of contact for VC3 to work with on all services provided in this Work Order. B. Customer is responsible for authorizing access for VC3 to sites that are owned / controlled by third parties. C. Customer is responsible for proper disposal of customer-owned devices. D. Customer will make a best effort to maintain the minimum infrastructure requirements as defined by VC3. E. Customer will maintain both hardware and software maintenance agreements with the source Vendor to allow for ongoing access to security updates and to provide quick replacement of non-functioning components. F. The County will approve and fund the VC3 workorder to implement the SAN Expansion and Virtulization. 6. ASSUMPTIONS A. VC3 will make reasonable efforts to resolve all issues remotely prior to dispatching an engineer onsite. Travel hours incurred will be invoiced according to the Master Services Agreement. B. The Work Order will not become effective unless and until it is agreed upon and signed by the customer and VC3. C. Any systems or services which are not functioning at the effective date of this workorder will be remediated on a time and material basis.

9 7. INVOICING VC3 will invoice Customer per Table B. VC3 will invoice the implementation fee upon receipt of the signed customer work order. VC3 will invoice the customer a pro-rated monthly fee based on any partial month of service plus the first full month of service on the effective services start date. All subsequent service months will be invoiced at the start of the month in which services are to be rendered. If additional services are turned on during the course of a month, then fees associated with those services will be included in the next customer invoice. Any taxes related to services purchased or licensed pursuant to this Work Order shall be paid by customer or customer shall present an exemption certificate acceptable to the taxing authorities. Applicable taxes and freight charges shall be billed as a separate item on the invoice. Rates will increase 3% annually on the anniversary of the Effective Services Start Date. Table B Milestone Billing Milestone Description / Date Invoice Amount Implementation Fee Invoiced at the signing of Work Order $ 0.00 Monthly Fee (12 Month Term) Invoicing to begin at Effective Services Start Date $ 15, VC3, Inc. Georgetown County, SC By: By: Name: Title: Date: Name: Title: Date:

10 8. ADDENDUM A SERVICE DESK PRIORITIES Incidents and Service Requests are triaged and prioritized to effectively resolve the most important issues in a timely manner. VC3 utilizes the following priorities, criteria and response metrics: A. Priority 1: o System/device/service down causing work to cease and critical impact to the organization or a whole department; no workaround available; customer is in danger of or is experiencing a financial loss or the ability to make strategic business decisions is impaired; begin resolution activities immediately. o 24x7 Support: Priority 1 incidents will be addressed on a 24 hours a day, 7 days a week basis including holidays. B. Priority 2: o System/device/service down causing work to cease and potential business impact for an individual user; no workaround available. o Level of service degraded causing impact to the organization or a whole department; no workaround available. o 24x7 Support: Priority 2 incidents will be addressed on a 24 hours a day, 7 days a week basis including holidays. C. Priority 3: o Level of service degraded causing impact to an individual user; no workaround available. o Operational impact to the organization or a whole department though work continues as a result of implementing a workaround or use of other system/device/service. o A request to enable or configure a system/device/service within 2 business days. o Incidents related to Backup system failures. o Business Hours Support: Priority 3 incidents will be addressed during normal business hours Monday-Friday, 8:00am to 5:00pm excluding holidays. D. Priority 4: o Operational impact to the organization, department or user exists though work continues as a result of implementing a workaround or use of another system/device/service. o A request to enable or configure a system/device/service within 5 business days. o Business Hours Support: Priority 4 incidents will be addressed during normal business hours Monday-Friday, 8:00am to 5:00pm excluding holidays. E. Priority 5: o Operational impact to the organization, department or user is minimal or is mitigated by a reliable workaround. o A request to enable or configure a system/device/service beyond 5 business days from the date of the request. o Requests that Require longer lead times to implement than 5 business days. o Business Hours Support: Priority 5 incidents will be addressed during normal business hours Monday-Friday, 8:00am to 5:00pm excluding holidays.

11 Call Priority Initial Customer Contact Guidelines 1 30 Min 95% 2 60 Min 95% 3 4 business hours 95% 4 8 business hours 95% Initial Customer Contact Percentages 5 8 Business Hours 95% VERBAGE FOR WHAT IS COVERED (IE SUPPORT OF ENVIRONMENT AT SIGNING)